Product Support Specialist

Product Support Specialist

Umbra builds next-generation space systems that observe the Earth in unprecedented fidelity.

Our mission: Deliver global omniscience.

To stay ahead of climate change, geopolitical risk, and other major crises and issues, we need a global understanding of what is changing, where, and how fast. Umbra provides easy access to the highest quality commercial satellite data available, which is an indispensable tool for the growing number of organizations monitoring the Earth. We empower our customers to create solutions that inform, inspire, and address our planet's most pressing needs. We're helping to create a brand-new industry that has never meaningfully existed before. Umbra is seeking an organized and proactive Product Support Specialist to join our Remote Sensing business unit. This role is essential to the smooth and effective operation of the Product team, with responsibilities including managing product support workflows, triaging technical issues, maintaining documentation, and enhancing the overall product experience for internal stakeholders and customers.

You'll collaborate closely with Product team members, Business Development, Engineering, Operations, and Customers to continuously improve internal product processes and deliver an exceptional product experience. This position plays a critical role in scaling the product team's impact, enabling faster issue resolution, stronger cross-functional collaboration, and more efficient product delivery, helping Umbra deliver high-value, high-quality remote sensing products to a global customer base.

Our aim is to hire this position to work in Umbra's Santa Barbara, CA or Arlington, VA office.

Key Responsibilities

• Act as the first line of response for inbound product support requests.
• Triage and track issues, escalate to Engineering, Operations, or Product as needed, and ensure timely resolution and communication.
• Maintain and update product documentation, FAQs, and internal knowledge bases.
• Help track recurring bugs or customer pain points and surface insights to the product team.
• Assist with internal operations and engineering including product feature requirements definition, product backlog hygiene, product development progress reporting, and product development blocker removal.
• Support new product feature launches with checklist coordination, internal comms, and documentation updates.
• Assist Product Team with customer training preparation and documentation.
• Continuously identify ways to improve the efficiency and visibility of the product support process.